Job Summary

MNC Jobs is seeking an experienced Customer Service Manager – Client Relations to lead and enhance our customer support operations. The ideal candidate will be responsible for managing a team of customer service representatives, ensuring exceptional client satisfaction, and developing strategies to optimize customer engagement. This role requires strong leadership, problem-solving skills, and the ability to build long-term relationships with clients.

Key Responsibilities

• Supervise, mentor, and train a team of customer service representatives to ensure high performance.
• Develop and implement customer service strategies to improve client satisfaction and retention.
• Act as the main point of contact for high-priority clients, resolving issues and addressing concerns proactively.
• Analyze customer feedback and data to identify trends and improve service processes.
• Collaborate with internal departments, such as sales and marketing, to align customer service efforts with business goals.
• Establish key performance indicators (KPIs) and track customer service team performance.
• Handle escalated customer complaints with professionalism and efficiency.
• Implement CRM systems and other technology solutions to streamline customer support.
• Ensure compliance with company policies and industry regulations in customer interactions.
• Prepare reports on customer service operations and present insights to senior management.

Required Skills and Qualifications

• Bachelor’s degree in Business Administration, Customer Service, or a related field.
• Minimum of 5+ years of experience in a customer service or client relations role, with at least 2 years in a managerial position.
• Excellent leadership and team management skills.
• Strong problem-solving and conflict resolution abilities.
• Exceptional communication and interpersonal skills.
• Proficiency in CRM software, Microsoft Office Suite, and other customer service tools.
• Ability to analyze data and use insights to drive service improvements.
• Strong customer-centric mindset with a focus on building lasting client relationships.
• Experience in handling escalations and working in a fast-paced environment.

Experience

• 5+ years of customer service experience, preferably in a corporate or B2B environment.
• 2+ years of managerial or leadership experience in customer support or client relations.
• Experience with customer service automation tools, call center operations, and performance metrics tracking is a plus.

Working Hours

• Standard business hours (Monday to Friday, 9 AM – 6 PM) with flexibility based on customer needs.
• May require occasional weekend or evening availability for urgent client issues.

Knowledge, Skills, and Abilities

• Strong ability to manage and inspire a team while maintaining a high-performance culture.
• In-depth knowledge of customer service principles, client engagement strategies, and conflict resolution techniques.
• Ability to develop and execute customer service training programs.
• Strong business acumen to align customer service strategies with organizational objectives.
• Multitasking abilities with strong organizational skills and attention to detail.

Benefits

• Competitive salary with performance-based bonuses.
• Health insurance and retirement benefits.
• Opportunities for professional growth and career development.
• Paid time off, including vacation and sick leave.
• Employee training and certification programs.
• A dynamic and collaborative work environment.

Why Join Us?

• Work with a leading organization known for excellence in client relations.
• Lead a passionate customer service team and drive impactful change.
• Opportunity to work in a fast-growing, customer-focused company.
• Career progression opportunities in customer service leadership.
• A supportive and inclusive workplace that values employee contributions.

How to Apply

Interested candidates can apply by submitting their resume and a cover letter to us or through the MNC Jobs career portal.